Verizon Internet Services

Verizon is way overpriced. Their customer service is terrible and anonymous. Their technicians take multiple trips to solve problems. Trying to downgrade services appears to be impossible, yet they continue to increase prices. Their web site is horrible to navigate, always very slow, always forcing you to click numerous times simply to get into the web site only to pay the bill. Seems purposely confusing to try to find alternative options for monthly services. Am eager to change.

We recently switched to Verizon Wireless because of some positive feedback we received from neighbors, friends and family. It has been two months and we have been pleased with the wireless service thus far. We therefore decided to try Verizon’s internet service also. And believe me when I say we have never been so disappointed by any before.
Please allow me to explain my complete dissatisfaction with how the Dallas, Texas area is serviced.
On July 5^th, Kimberly accepted my order (#OS1476036) for internet service with Verizon. The installation date was scheduled on July 14^th between 1 & 5 pm. Naturally I was somewhat disappointed for such a long wait but there was no other date available I decided to go ahead with the service installation any way.
July 12^th your automated phone call requested confirmation that an adult would be present during this block of installation time and I did so. However, no one showed up between 1 & 5 pm on July 14 and to top it off, no one bothered to call that the technician would be late or a «no show»! This «No Show — No Call» policy of Verizon needs some major revisions. To be fair, I did receive a voice mail time stamped July 14^th at 9:15pm from the assigned technician. He stated he was delayed and for me to call him the following day to reschedule the installation. You have to be kidding me!!!
Friday the 17^th at 10:20am I received a phone call from L. A., CA regarding a survey from Verizon. I responded by politely explaining my July 14^th experience with the «No Show — No Call» installation technician. The lady conducting the survey promptly hung up on me in less than 15 seconds. I guess her job did not include listening to customer’s problems or complaints. (PS…She called from phone #323−238−3461.)
On the 20^th of July, I called customer service (notice I said «I called») to try to establish new internet service to my home. After some discussion about the previous attempt to establish service, she re-​scheduled my installation for July 22^nd between 1 and 5pm. Guess what? Again, Verizon’s «No Show — No Call» policy raised its ugly head.
I called customer service again to see what it takes to establish service with Verizon. I spoke with Brian (located in Syracuse) and calmly explained to him the history and my disappointment with Verizon. He confidently promised me at least six times that he would resolve my problem before the end of our conversation. Half hour later and with the help of his supervisor, Anthony, Brian was not able to deliver on his promises to me.
At first I was told they had two computers that were not communicating with each other properly. After some time elapsed they finally discovered Verizon had «engineering issues» in my location and service could not be established until the unknown issues were resolved! They had no clue as to when they could establish internet service at my home!!!
Some Observations about Verizon:
1) Why is Verizon scheduling technicians to install service when «engineering issues» have been identified?
2) Their «No Show — No Call» policy is absolutely revolting!!! Shows no respect for customers’ time!!!
3) It is apparent Verizon service group is out of control resulting in confusion and poor service.
4) Verizon’s «survey group» needs to be retrained when dealing with customers!!!

Read my original review below to get the whole back (horror) story. I attempted to get internet /​land line service with this horrible company two years ago, only to get the worst «customer» experience in my life — repeated errors in communication, conflicting information, wrong information regarding installation, countless hours on the phone wasted, massive delays and NO SERVICE. I finally cancelled and went with another provider. I cancelled before any service or any pending installation even BEGAN, it was that horrid.
UPDATE: As of May 11, 2015, that’s TWO YEARS after thinking this nightmare with Verizon is over, I am haunted by them again. This time, it was in the form of a collection letter stating I owe them $ 43.29.
Excuse me???
I called Verizon, trying to find out just what this charge is. Never once did I receive a bill or any correspondence stating I «owed» this amount from them until NOW. Why should I? I never even RECEIVED SERVICE from them. This resulted in over 2 hours being passed around, rep to rep, department to department. 2 HOURS. TWO FREAKING HOURS.
Some CSRs seemed sympathetic but could not come up with any information or do a single helpful thing. Others I was passed to didn’t even seem COHERENT, much less possess any verbal communication skills whatsoever. Wow, this was EXACTLY the same atrocious level of «service» that made me cancel and never use them in the first place. I was FINALLY told by a person in the Dallas location as well as a supervisor in the St. Louis location that now I am forced to go through the channels of disputing the charge in writing to the collection agency. That’s correct. I now have to WASTE MORE TIME and be punished for SERVICE I NEVER EVEN RECEIVED.
I suspect this is all made difficult on purpose by Verizon and this «mistake» of theirs is nothing short of fraud. Hell, why don’t I just call up random people telling them they owe me money for no reason? How many people give up and pay this amount just to make this go away and not jeopardize their credit rating, I wonder? That’s a billion dollar company making even more money by skimming off a whole lot of people.
Update as of June 2015: I filed a complaint with the FCC regarding this matter. My suggestion for others who have similar issues to mine is to do the same. They take these complaints seriously. Finally, someone who does! Within 2 days, Verizon contacted ME and for the first time in two years, this matter was given the attention it deserved. No one deserves to be treated the way I was by any company and have the nightmare last for two years. However, I am happy to report that today, I received a letter from them addressing my complaint, apologizing for the massive inconvenience, and this charge finally removed.

As far as internet reliability and speed, they are very good. I have used many providers over the years and Verizon is as reliable as the rest of them. This comes down to billing.
They charge what they want too. I have a screen shot of new service and it was $ 114/​month for the services I selected. I agreed and they sent a confirmation that read $ 144/​month. Customer service said they could not help or cancel until a month went by. I called a month later and they said I should have cancelled immediately and denied the price or that I could not cancel. My friend has the same package and showed me the bill same service but he pays less. Verizon denies that they have a plan that I can confirm exists. The bill is always higher… they are so dishonest that they tell you they can not charge less… but when you say the heck with it and cancel, they forward you to the «retention» department where they offer you a great deal. Then a few months later the bill goes right back up. At which point they deny that you ever had a better deal. They lie to your face. Verizon is a corrupt deceiving company. the people may not be, but the system is based on deception and tricks to increase their bottom line.

Worst company. Verizon has gone around all the little Texas towns and bought up the detritus of the Ma Bell deregulation. sitch. The are using the old copper infrastructure to provide substandard DSL in these many under-​served tiny towns in TX. I live in Caddo Mills, TX (Hunt Co.)
Verizon PROMISED 3 – 6 MBPS download speed. What I GOT was 0.6−1.1 MBPS download for $ 70. Lots of problems. Intermittent signal. They also charge you for a «landline» phone –which we do not want or need. Fees upon fees.
If you have any other alternative provider, I would avoid Verizon DSL

DONT do it! The service is bad enough and cancelling is WORSE! I had to call 3 times spending no less than an hour on the phone each time being transferred from department to department to finally get the account closed and billed… The customer service department is rude and incompetent, the financial services department is a joke and the billing department just transfers you to any department that will answer… Never again.

Verizon as a provider is horrible!!! They pushed me to tears. I’ve been trying to get internet for two weeks and I still don’t have it. Three different technicians were suppose to show up but never did. They never called or told me why they failed to
come. I’ve called verizon about 4 times a day waiting about an hour each time! They all tell me something different! I thought I was going crazy so I started video recording all the conversations as well as collecting employee names and I.D.‘s. You have to hear this tape to believe it. I completely plan on releasing it soon. These are the type of tapes that go viral. My sister was editing it and laughing hysterically as she was doing so. She couldn’t believe how insane it was. I’d be laughing too if I weren’t still so upset and without internet. I’ve literally missed three day of work and lost about 700 dollars because of this company. No one from any department talks to each other. And they all tell you incorrect information. If I could give them negative stars I would. I beg of you, please find a different provider because Verizon is utter garbage. I want the last two weeks of my life back! Look out for my video!

I just moved to Plano and this is the only company that offers the bundle of Phone Internet and TV. The quality control is terrible we’ve been in our house now for 3 weeks and the phones still don’t work. I had signed up for 3 rooms 2 HD boxes 1 DVR and they sent out 1 DVR with no remote and did not wipe the box from the previous user. The DVR has recording issues and when I called about getting it resolved they had no record of us having a Multi Room DVR. The Bad part is the house is wired for FIOS so the transition should have been seamless. Instead it’s been a headache. The entire infrastructure is bad as far as the channel search, DVR set up (that for us doesn’t work).

DO NOT WORK WITH THIS COMPANY: If there is ever a possibility that you will move during your contract period, never work with Verizon. I signed a 2 year agreement with Verizon last June and have to move for work related reasons to an area that does not have FIOS. I called to cancel my service and I was told that I would be billed an $ 82.50 early cancellation fee. I told them I would be happy to keep my service in the new location, but they don’t provide it. They said that it was my choice to move (as if I could give up my employment). Contrast this with the service I received from DirecTV (as my new place does not have line of sight therefore they can’t provide service). They recognized that I’m giving up service and breaking the contract by no fault of my own and waived the early termination fee. One company reads rules and court cases (VERIZON) and the other remembers you’re a human being, recognizes that you will probably move again, and wants you to work with them in the future (DirecTV). Verizon clearly is more concerned about their $ 82.50 than their reputation.

the FiOS itself is awesome. super fast and reliable… but the customer service and website is some of the worst I have ever experienced. I absolutely DREAD needing to call in for support. Also, I was on auto draft for billing, and one day I got a bill that said my last payment was never paid. I called, and they said «oh, that was a glitch in our system, you’ll need to sign up again». No email or call from them at all to let me know this happened. I have to call them!

The Service is fairly reliable and good speed but be prepared to receive poor customer service. We had our internet box totally quit on us and took them a week to replace and then we sent the broken box back and they still have the nerve to charge us and insist upon charging us for a broken box that we sent back and they claim to have never received. According to customer service there is no one else on the staff that can take the charges off. Pooor poooor pooooor –

I’ve had FIOS for years now and absolutely love the service. You can choose your upload and download speeds, so if you are just an internet and email person you can take the base package… or if you are a hardcore gamer or download geek you can soup up the speed.
Reliable is too light a word to use. In five years, I think I have lost less than three days of availability due to issues on their end.
Plus that, the television channel line-​up is good, the DVR works well and while I don’t have their VOIP phone service (I use Vonage) it’s also available and can be packaged together all on one bill.
I did have to take away a star because their customer service is just as bad as any other cable/​internet service provider. Plus that, their billing is a little convoluted at times and they don’t offer PPV Longhorn games.